Luan Dao
Auburn,WA
Summary
Diligent IT Technician with 2+ years of experience providing technical support to users. Specialties include hardware/software installation, network support, ticket management and computer/server deployment.
Overview
2
2
years of professional experience
Work History
IT Technician
University of Washington
08.2023 - Current
- Troubleshooted issues ranging from Windows 11, Mac OS, hardware upgrades, software applications, network, rejoining domains, account creations, cloud solutions and software installation for university
- Configured and installed over 100+ workstations and laptops for new staff and faculty, updated multiple lab's software remotely and resolved multiple IT tickets by troubleshooting user's technical difficulties
- Applied proper imaging to new desktops and laptops for new staff and faculty to contain necessary software per department and communicated with client using help desk ticketing software when setup is complete
IT Help Desk
University Of Washington
08.2022 - 08.2023
- Assisted over 100+ clients with troubleshooting tier 1 issues ranging from desktop support, Windows 11, installing software such as 2FA and Husky OnNet and university Wi-Fi connectivity issues
- Coordinated with clients in resetting passwords, installing drivers, troubleshooting phone and wireless device hardware and peripheral testing and replacement for overall IT support in-person and through phone calls
- Provided over 50+ technology equipment rentals, creating over 200+ tickets for users, scheduling and documenting all necessary login information, IP addresses and locations
IT Intern
Pierce County
04.2023 - 10.2023
- Created over 10+ different forms using Jira ticketing software, implemented automated email rules for parsing and created workflows for ticket progression
- Configured Jira Service Management software security settings to ensure verified customer access, created accounts for new users and modified ticket approval requirements per department
- Utilized Jira's JQL search language to identify tickets, identify form field's ID numbers to link and associate fields in automated email settings
Foundations of Information Networking
- Project Name: Foundations of Information Networking
- Troubleshooted network and connectivity issues in Cisco routers, switches and PCs from static routing to both IPv4 and IPv6 to identify unconnected routes and connectivity between multiple LANs
- Utilized variety of IT protocols such as DHCP and SSH for support of networking devices and created VLSM subnetting charts for IP assignments for over 100+ clients and improve teamwork skills
- Administered security applications such as WireShark and NMAP to locate open ports and identify sensitive information to determine network vulnerabilities
Education
Bachelor of Science - Information Technology
University of Washington, Tacoma
Tacoma, Washington06.2024
Skills
- Application installations
- Technical Documentation
- Virtualization Technologies
- System Upgrades
- Desktop Support
- User Support
- Windows 10/11 and Mac OS
- Ticket Management
Accomplishments
- Created 3D horror game in Unreal Engine 5
- Dean's list all quarters in IT program
Timeline
IT Technician
University of Washington
08.2023 - Current
IT Intern
Pierce County
04.2023 - 10.2023
IT Help Desk
University Of Washington
08.2022 - 08.2023
Foundations of Information Networking
Bachelor of Science - Information Technology
University of Washington, Tacoma